Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

FOREWORD

This book is for the people still arriving.

You might have no affinity for Social Customer Service. You might read this as an expert and tell us what we got wrong. The book you are now reading is an exploration of “old world” experience mashed up with “new world” aspiration.

We wrote it to provide another perspective. Both of us come from the world of Customer Service. We get the people from that world. We know the issues. We've moved out of that comfort zone and embraced the mindset of being social. Getting to grips with what that means in a Customer Service context.

So we write about it. We provide courses on it. We listen out and learn as new insight and lessons emerge. We saw a need to bring together the best thinking and examples of Social Customer Service that are spread across the social web and get them organized into something that helps you plan and execute a great service experience. We then filtered that through our collective experience.

This is the result.

This book's trajectory is optimistic. Hopeful that what is currently labelled Social Customer Service will evolve into something much more valuable. Namely that our industry's collective ambition moves on from reactively fixing customer issues which in truth ought to be anticipated and removed from our customers' lives.

We live in new times. Social Customer Service is just the start.